TY  - JOUR
AB  - Total quality management (TQM) was adopted in Australia in the 1980s.
One of the few service, as distinct from manufacturing, organizations to
take it up, Price Waterhouse, encountered a number of problems. These
were particularly to do with the difficulty of measuring results and
outcomes. A group in the USA, applying TQM to service industries,
developed a hybrid called total quality service (TQS). One of the
leading proponents of TQS is Karl Albrecht. Explains Albrecht’s
propositions and compares and contrasts TQM and TQS.
VL  - 4
IS  - 4
SN  - 0960-4529
DO  - 10.1108/09604529410796251
UR  - https://doi.org/10.1108/09604529410796251
AU  - McDonnell John
PY  - 1994
Y1  - 1994/01/01
TI  - The Route to Total Quality Management – Part Two
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
SP  - 45
EP  - 50
Y2  - 2024/05/10
ER  -